Support Coordinator III - Ambulatory Float Pool – Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Los Angeles, CA

5d•Onsite

About The Position

Support Coordinator III serves as a senior-level support coordinator within the Ambulatory clinic, aiming to ensure smooth outpatient flow, optimize patient satisfaction, and facilitate efficient clinic operations. This role involves a wide range of duties including customer service, heavy phone answering, intake, message distribution, obtaining medical reports and imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. The position also assists with all aspects of patient care coordination, clinic schedules, patient appointments, and follow-up. Key responsibilities include verifying insurance benefits, preparing charts and charge tickets, coordinating surgery and diagnostic testing schedules, and providing clerical support. The role acts as a liaison between the clinic and referring physicians, manages follow-up care for post-surgical patients, and ensures organized case flow. The Support Coordinator III must work effectively with physicians in the Surgery Department and possess excellent communication skills in English, comfort with computers and medical terminology, and in-depth knowledge of insurance types.

Requirements

High School or equivalent
Demonstrated mastery in customer service, intake and scheduling
Proven record of dealing with the public in a customer service role.
Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
Knowledge of medical terminology.
Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, and scheduling systems.
Must have excellent communication skills, including the ability to speak, read and write English proficiently.
Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment.
Must be comfortable with computers and medical terminology.
In depth knowledge of major insurance plans and types of coverage provided, including government health programs.
Has mastery in processing new referrals in a timely manner.
Demonstrated knowledge and experience in patient scheduling.
Works independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility.
Demonstrated ability to work independently and in a team setting.
Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

Nice To Haves

Bachelor’s Degree In a related field
5-7 years Experience in administrative or customer service in medical office preferably in an ambulatory care environment.
Ability to speak Chinese (Mandarin or Cantonese) or Spanish preferred
Certified Medical Assistant - CMA Medical Assistant Certificate or equivalent preferred
Certification - Job Relevant Billing and Coding Certificate

Responsibilities

Serves as a senior-level support coordinator within the Ambulatory clinic.
Provides smooth outpatient flow, resulting in optimum patient satisfaction and clinic operation.
Participates in a variety of duties associated with daily clinic preparation process, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management.
Assists with all aspects of patient care.
Coordinates clinic schedules, patient appointments and follow up.
Answers patient phone calls, verifies insurance benefits, prepares charts for clinic and prepares charge tickets for clinic visits.
Coordinates scheduling of all surgeries and diagnostic testing for patients which include sending pre-op packets to patients with surgery instructions, prepare surgery charge tickets and compile letters of medical necessity.
Assists the office with clerical duties.
Assists multidisciplinary team in managing the care of the patient's thru all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians.
Assists in managing follow-up care for post surgical patients by setting up follow up care appointments.
Coordinates an organized and efficient case flow of clinic scheduling.
Demonstrates accuracy and thoroughness in entering information into computer systems.
Processes new referrals in a timely manner this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: surgery scheduling, laboratories, diagnostic testing and consultations as needed.
Fulfills other department scheduling functions per department procedures and protocols.
Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
Coordinates and schedules diagnostic testing for patients which include but not limited to sending letters of medical necessity.
Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing.
Provides phone coverage as needed.
Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems.
Reads and responds to email throughout the day.
Retrieves and responds to voicemail messages within 24hours per department protocol.
Displays courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel.
Greets patients in a courteous and professional manner.
Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience.
Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to scheduling, paperwork, and follow-up appointments.
Reviews completed financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative.
Reviews and provides detailed estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to copayment, deductibles, co-insurance, deposits, or prior account balances.
Reviews and facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc.
Communicates all changes with patient and case information to all involved personnel.
Works with various hospital personnel to resolve issues and accommodate patient.
Ensures that all pertinent documentations required by the clinical and administrative staff are completed and submitted timely and accurately.
Adheres to policies aimed to protect patient confidentiality.
Assist Support Coordinator I with complex customer service issues and provide resolution.
Acts and demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor.
Keeps abreast of changes within the USC healthcare system.
Work collaboratively as department’s liaison/representation between the department and other hospital and physicians’ staff.
Responsible for onboarding and training new hire employees and physicians.
Will assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting.
Will work on auditing, correction, and resubmitting rejected charges and follow up.
May lead department specific project or audit or quality/process improvement efforts in partnership with department leader.
Performs other duties as assigned.